Onboarding Operations Specialist L1

Summary

Join Twilio as the next Onboarding Operations Specialist and contribute to a team revolutionizing global communications. This role involves directly assisting customers with onboarding RCS, WhatsApp, procuring short codes and Sender IDs, and ensuring regulatory compliance. You will process onboarding requests, manage complex customer requests, design and optimize processes, collaborate with product and engineering teams, and analyze data to guide decision-making. The ideal candidate possesses 3+ years of experience in technical customer operations, strong technical and process skills, and a data-driven mindset. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• 3+ years experience in technical customer operations
• Be a tech and process-savvy person who loves to build seamless operations that benefit our customers. Be empathetic and love working with customers to solve their problems
• Love learning new technology, and have experience configuring and operating various systems and software tools such as JIRA, Zendesk
• Be thorough, organized, and process-oriented to the extreme, and be able to prioritize and execute multiple projects simultaneously in a fast paced, ever changing environment
• Be comfortable working with data, including analyzing, interpreting, and creating it
• Possess a data-driven mindset, using insights to guide decision-making and strategy
• Bachelor’s Degree or equivalent years' of experience

Responsibilities

• Process RCS onboarding requests efficiently while providing the highest level of support to customers, while working closely with internal Twilio teams to provide the best in class technical support for customers
• Project manage complex requests from our customers to onboard and register their senders across various regions
• Design and optimize new processes to ensure our customers have an excellent experience with Twilio
• Collaborate with Twilio’s Product and Engineering teams to troubleshoot technical problems with our internal tooling and external product offerings
• Represent Channel Onboarding Operations in various projects supporting our partnership with our vendors and carriers

Preferred Qualifications

Excellent written and verbal communication skills in Portuguese

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program